Effective Date: 01/01/2025
Company Name: Cloud1iT
Contact Email: info@cloud1it.com
Phone: (206) 896-6888
Website: www.cloud1it.com
1. Introduction
These Terms and Conditions (“Agreement”) govern the delivery of IT support and related services provided by Cloud1iT to its clients. By engaging Cloud1iT for services or submitting an onboarding form, you (“Client”) acknowledge that you have read, understood, and agree to be bound by this Agreement.
2. Scope of Services
Cloud1iT offers a wide range of IT services which may include, but are not limited to:
– Remote and onsite technical support
– Network design, setup, and maintenance
– Cybersecurity monitoring and antivirus management
– Server and workstation maintenance
– Cloud services (e.g., Microsoft 365, Google Workspace)
– Backup and disaster recovery solutions
– Helpdesk and user support
– Procurement and deployment of hardware/software
– VoIP and communication systems
– A detailed list of the services provided will be outlined in the Service Level Agreement (SLA) or proposal accepted by the Client.
3. Service Hours and Response Time
Standard business hours are Monday through Friday, 9:00 AM to 5:00 PM Pacific Time (PST).
Requests made outside these hours may be addressed the next business day unless emergency support has been previously arranged.
Cloud1iT will strive to respond to support tickets within the agreed-upon SLA response times, typically:
– High Priority (Critical Outage): Response within 1 hour
– Medium Priority (Service Degradation): Response within 4 hours
– Low Priority (General Support): Response within 1 business day
– Emergency or after-hours support is available upon request and may incur additional charges.
4. Client Responsibilities
To ensure the success and efficiency of services, the Client agrees to:
Provide Cloud1iT with timely access to systems, equipment, documentation, and personnel.
Maintain software licenses and legal usage of all programs and tools.
Inform Cloud1iT of any changes to systems or infrastructure that may impact services.
Ensure that data is backed up regularly, unless Cloud1iT is contracted to manage backups.
Designate a point of contact for all communications and authorizations.
5. Data Protection and Confidentiality
Cloud1iT agrees to treat all client data and information as confidential.
Data accessed during support sessions will not be shared or used for any purpose other than providing the contracted services.
All personnel are bound by non-disclosure agreements (NDAs).
Cloud1iT follows industry best practices for data security and encryption during remote access sessions.
Client is responsible for ensuring compliance with applicable data privacy laws (e.g., HIPAA, GDPR) within their organization.
6. Billing and Payment Terms
All services are billed in accordance with the pricing schedule provided in the service agreement or estimate.
Invoices are issued monthly or per project milestone.
Payment is due within 15 days of invoice date, unless otherwise agreed.
A late fee of 1.5% per month may apply to past-due balances.
Non-payment may result in suspension of services after written notice.
For time-based billing, service logs can be provided upon request.
7. Limitation of Liability
Cloud1iT will exercise due care in providing services but shall not be held liable for:
Data loss, system downtime, or security breaches unless directly caused by gross negligence.
Delays or damages caused by third-party vendors, internet providers, hardware failure, or acts of nature.
Any indirect, incidental, or consequential damages, including loss of revenue or data.
Client agrees to maintain regular backups and disaster recovery plans where applicable.
8. Termination of Services
Either party may terminate services with 30 days’ written notice. Upon termination:
Cloud1iT will assist in the transition or handover of IT operations, if requested.
All outstanding invoices must be paid in full before final deliverables or credentials are released.
Any prepaid services will be pro-rated and refunded based on the unused portion.
9. Acceptable Use Policy
Client agrees not to use Cloud1iT’s services for:
Any illegal, fraudulent, or unethical activities
Hosting or distributing malicious software or content
Circumventing security protections or unauthorized system access
Cloud1iT reserves the right to immediately suspend or terminate services if misuse or abuse is detected.
10. Changes to Agreement
Cloud1iT reserves the right to modify these Terms and Conditions at any time. Notice of updates will be sent to the Client’s designated contact. Continued use of services after the effective date of the revised terms indicates acceptance.
11. Governing Law
This Agreement is governed by the laws of the State of Washington. Any disputes arising from this Agreement shall be resolved in the appropriate courts located in King County, WA.
Acknowledgement
By checking the box on the onboarding form or engaging in services with Cloud1iT, you confirm that you have read, understood, and agreed to the Terms and Conditions set forth in this Agreement.